• Own operational workflows supporting renewals, upsells, and expansion planning. • Build and maintain leadership portfolio reporting to track renewals, pipeline progress, client health, and performance metrics. • Manage internal Monthly Business Review (MBR) reporting and SLT preparation. • Analyze operational performance to identify trends, risks, and opportunities for improvement. • Support forecasting, pipeline management, and resource planning for existing accounts. • Drive escalation management and resolution of critical operational issues. • Develop and maintain onboarding materials and training tools to accelerate new-hire ramp and drive consistent CGS best practices. • Own Salesforce (SFDC) workflow enhancements and ongoing CGS maintenance. • Partner with Finance to ensure accurate ACV tracking across all client opportunities. • Collaborate with Analytics to support transition to LightDash as the primary reporting platform. • Ensure client-facing data is accurate, timely, and actionable. • Work with Twin Operations to automate CGS operating frameworks into Jira. • Define and maintain standardized documentation, storage, and naming conventions. • Establish system maintenance requirements and coordinate with development teams. • Partner with Analytics to produce accurate reporting and performance dashboards. • Manage down-market client reporting and future automation initiatives. • Assist with internal data collection, analysis, and reporting to inform strategic decisions. • Translate data into insights that improve client lifecycle execution. • Partner with Marketing to centralize NPS distribution through HubSpot and manage internal reporting. • Ensure client outcome reporting is compelling and aligned with organizational standards. • Maintain operational rigor to meet SLAs, KPIs, and compliance requirements. • Proactively identify and manage cross-team dependencies and integration risks. • Work closely with Analytics, Product, Finance, Onboarding, Marketing, Legal, Billing, and Operations. • Support scalable process design that improves collaboration and execution. • Other duties as assigned

• Support strategy team initiatives, particularly those focused on impact metrics, including working across teams on streamlined impact reporting and supporting Impact Matrix realignment. • Coordinate with local offices and national programs to ensure strategic plan alignment and increased collaboration. • Administer Impact Matrix, including rating loans that come for approval and preparing Impact Matrix materials for presentation at Credit Committee. • Help draft internal and external presentations on impact metrics at LISC, including analyzing data and preparing meeting materials. • Liaise across LISC departments (Lending, Finance, Communications, Local Offices, affiliates, etc.) to promote engagement on impact metrics and to enhance coordination in LISC’s ESG and impact reporting. • Provide project management and administrative support including meeting scheduling, note taking, and follow up task management for key Strategy & Operations team priorities, including cross-departmental process improvement efforts, NISOP (LISC's new initiative intake process), Strategic and Annual Plan projects, and additional projects as assigned. • Support Chief of Staff on special projects and administrative duties as assigned. • Work on special projects and perform all other duties as assigned.

• Develop and execute upgrade plans for each product, including timing, risk assessments, mitigation strategies, rollback procedures, and handling of customizations or integrations for Release Management. • Execute Github Actions Pipelines as part of the upgrade deployment, following the SDLC. • Coordinate release planning and execution: schedule releases, track dependencies, run Go/No-Go reviews, communicate status, and document release notes/changelogs. • Proactively identify, recruit, and manage “canary” and “early-adopter” environments/customers to validate releases in real-world conditions. • Work closely with the DevOps team and collaborate to improve release velocity, reduce toil, and adopt progressive delivery techniques. • Monitor and drive improvements in key adoption metrics: percentage of customers on the latest version, average time-to-upgrade, upgrade success rate, feature utilization rates, and reduction in post-upgrade support tickets.

• Manage and develop a team of 10–12 Account Operations Advisors, with a focus on individual career growth, strengths-based coaching, and building deep expertise in handling complex customer situations. • Own team performance against core metrics including SLA, CSAT, productivity, and schedule adherence - using data to identify trends, drive coaching conversations, and course-correct quickly. • Actively participate in the hiring, interviewing, and training of new agents to maintain high performance standards across the team. • Act as the final point of internal escalation for complex, high-priority customer issues that require managerial support - knowing when to step in and when to coach your team through it. • Support your team in navigating nuanced, multi-layered customer interactions across phone, chat, and email. • Lead or significantly contribute to high-impact operational projects including SOP design, macro development, quality scoring frameworks, and efficiency programs that improve the advisor and customer experience. • Serve as a primary point of contact for internal partners (e.g., Product, Finance, Legal) on initiatives that require operational input, procedural change, or frontline perspective. • Translate operational data (SLA, TTR, AHT trends, and more) into clear, actionable narratives that inform team strategy and influence roadmaps. • Continually look for opportunities to improve how your team works: smarter workflows, better tools, clearer processes, and a stronger team culture.